Becoming Conflict Competent

Conflict exists at the root of some of the best personal, team, and organizational successes, and at the core of many of the worst failures. What makes the difference is the process; how the situation is handled.


If you can learn to harness the power of conflict, you can be the catalyst for new ideas and creative solutions to challenging situations. This course teaches you how to become that catalyst.

The goal of this course is to enhance your ability to handle conflict, in all its complexity. Becoming Conflict Competent teaches you how to connect with the crucial information inside yourself and others, as a foundation for initiating change and resolving differences.

Becoming Conflict Competent will change the way you see and approach conflict. It will help you control your own responses so you can get better results from the inevitable conflicts that you will face.

Benefits of Becoming Conflict Competent

The ability to manage conflict effectively represents a strategic business advantage.

Reduce Costs
► Make better business decisions.
► Implement initiatives more effectively.

Increase Productivity
► Reduce absenteeism.
► Increase organizational energy–and reduce individual stress.
► Foster an environment of creative collaboration.
► Generate creative solutions to problems.

Retain Top Performers
► Strengthen supervisory relationships.
► Keep your teams engaged and openly communicating.

Manage Risk
► Prevent workplace violence and sabotage
► Better manage public perception of the organization’s brand.

Elements of this course

  • Exploring Systemic Interests: This course takes a systems view of conflict; how all parties are experiencing the conflict. By seeing the whole picture, you will better understand what you want out of the situation and equally important, understand what others want as well.
  • Managing Emotions: Do you want to handle emotions–yours and others’–better during a conflict? Becoming Conflict Competent helps you recognize your own personal hot buttons and learn how to cool yourself and others down in tough situations.
  • Operating In The SkillsZone®: Conflict competence engages others constructively from a powerful interactive space between flight and fight. Here, you go to the heart of the conflict and create a “best fit” resolution. During this course, you learn how to enter, stay, and return to the SkillsZone. You will practice skills and processes to address real conflicts and receive feedback in a safe, controlled environment.
  • Mapping: A Collaborative Process for Resolving Conflicts: Everything comes together when you learn to build collaborative agreements with others. You will learn how to work through various conflicts–one-to-one, within a team and between groups–from beginning to conclusion.
  • Listening To Comprehend: The Listening Cycle® provides a map and five effective listening skills that are essential for understanding others’ experience of a conflict accurately and discovering potential solutions.


Participants will learn to work with individuals and groups in conflict settings to achieve the following:

► Identify responses to conflict.
► Demonstrate the techniques for managing emotions.
► Identify constructive listening and speaking skills.
► Illustrate the communication flow between members of groups in conflict.
► Perform or conduct assessments of individuals or groups in conflict, and utilize effective processes for de-escalating the conflict.


Prior to taking this training, participants must complete a Conflict Dynamics Profile (CDP) questionnaire. During this training, each participant will receive a Personal Conflict Dynamics Report and a course binder which supports all elements of this course.

What is the Conflict Dynamics Profile?

The CDP is an assessment instrument dealing with conflict behaviors in the workplace. It  provides a powerful way to improve self-awareness of what triggers conflict in individuals, as well as how they respond to conflict. Based on these triggers and responses, the CDP then  provides practical approaches for improving behaviors that promote more effective workplace  conflict management.


Felix Merks LL.M.
Felix Merks is Director of Result Mediation, the largest Mediation provider in the Netherlands and member of JAMS International. Felix is an experienced mediator, trainer, and consultant in complex negotiations. He is Master of Dispute Resolution (University of Amsterdam, cum laude) and has been trained as a trainer in negotiation strategy and skills at Harvard Law School. Before founding Result ADR he held various commercial management positions at international companies. He is currently residing in Ankara (Turkey).

Elsbeth Snieders MSc
Elsbeth Snieders is a senior mediator with a special interest in negotiation and intercultural dynamics. Elsbeth has mediated and facilitated in many different settings including Singapore’s Subordinate Court and the Central Bank of the Netherlands. In addition, she has coached and trained (senior) professionals in negotiation, mediation, and change management. Prior to starting her career as a mediator, Elsbeth worked in various roles for General Electric Company and for the Dutch Central Bank. She has experience in both the public and private sector.

Birgitta van der Meulen-Smits LL.M.
Birgitta Smits is an experienced mediator and trainer. She has extensive cross-cultural work experience in governmental organizations in the United States, Suriname, Bangladesh and Belgium. Birgitta has completed a certificate degree in World Religions, Diplomacy and Conflict Resolution at George Mason University (Virginia, USA) and was a Virginia Court certified mediator.

Diederik Diercks
Diederik Diercks is an experienced trainer in negotiation- and mediationskills and a mediator in employment conflicts.

Diederik has studied as a lawyer. He has lived and worked in Italy for a couple of years, at the Dutch consulate. Diederik brings energy and flexibility to any training he gives, thus making sure that you leave with all questions answered and new skills to practice. Diederik has published in the Dutch Mediation Magazine (Nederlandse Mediation) and the Dutch Conflictmanagment Magazine (Tijdschrift Conflicthantering).

Juanita Wijnands
Juanita Wijnands is interculturalist by life-experience and profession. She has more than 20 years of experience in the field of Intercultural Management. She is active as intercultural mediator and coach with a special focus and interest in conflict resolution and effective intercultural dynamics and communication. Her clients are global and local. Her counterparts are Board Executives, Senior and Middle Management.

Data 2017

Incompany & october 2017

This course takes:

2 days


Aantal deelnemers

Maximaal 15 personen


Incompany or central in the Netherlands

This course takes

2 days



Beneficial for

Teams, managers, HR-managers, professionals


Our open classes: € 1250,- p.p. ex. vat.

In house: contact us for a quotation


For more information or a quotation, please contact our course-manager Iris Ydema at Result Mediation:

+31 (0)20-2050251

Have a look at our calendar to see the full range of our trainings and courses